Multichannel v Omnichannel

Monday, July 23rd, 2018

Millenials are arguably the first generation to have experienced long-term mainstream use of web and mobile communications. Consequently, they have been quick to adopt new channels as and when they appear, effortlessly switching between voice, web, and mobile as appropriate.

The use of online services and the ease with which alternatives can be quickly and easily determined means that old-fashioned brand loyalty is under threat. To retain customers, companies now need not only to provide the best possible product or service for the best price but also keenly address those consumers who may “move on” if they don’t get an almost instantaneous solution to their current problem or query.

The difference between multichannel and omnichannel.

A multichannel setup simply allows contact through multiple but unconnected channels. Therefore if a consumer were to make a call in the morning then follow it up say through social media in the afternoon, a lack of continuity may lead to them having to explain the background to their problem all over again.

By contrast, an omnichannel solution enables customers to continue the conversation through multiple channels that are much more integrated. So an initial inbound phone call could be seamlessly followed up by an email, continued through a social media message and may be finished off over SMS; potentially a better overall customer experience.

With just over 75% of millennials preferring to communicate over multiple digital channels rather than pick up the phone, omnichannel call centres seem better placed to respond.

Can we help?

Call mplcontact of Sutton Coldfield, Birmingham today on 0121 362 7001 to learn more about how our team of experts can help your business exceed expectations with outsourced customer services for the millennial generation and beyond.

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